General Return Right

You may return unopened and unused products within 30 days of purchase for a full refund (via original payment method) or store credit. Please include your receipt or order number. Without proof of purchase, we’ll issue store credit.

Perishable Items

All pet food must be unopened and in original packaging to qualify for a return. Once opened, items are not eligible unless proven faulty, contaminated, or mispacked.

Faulty, Damaged, or Incorrect Items

If you receive a faulty, damaged, or incorrect product, contact us within 7 days of delivery with a photo. Provide images and relevant details; we’ll arrange a replacement at no cost or offer a full refund, including shipping if the issue is ours.

Changed Mind or Unpalatable Food

Not working out for your pet? Unopened items are returnable within 30 days. Please note, we do not accept opened food simply because a pet didn’t like it, unless faulty.

Shipping Costs

You are responsible for return shipping unless the item is faulty or shipped in error. Original shipping costs are non-refundable, except in cases of our mistake.

Processing Time

Once returned items are received, please allow 5–7 business days for inspection and refund processing.

Your Rights Under NZ Consumer Law

Our policy respects your rights under the Consumer Guarantees Act. You’re entitled to a repair, replacement, or refund for any major failure. For non-major issues, we’ll offer a reasonable remedy, which may include repair, replacement, or partial refund.